Privacy Policy

Citizens Advice Rutland Privacy Policy

At Citizens Advice we collect and use your personal information to help solve your problems, improve our services and tackle wider issues in society that affect people’s lives.

We only ask for the information we need. We always let you decide what you’re comfortable telling us, explain why we need it and treat it as confidential.

When we record and use your personal information we:

  • only access it when we have a good reason
  • only share what is necessary and relevant
  • don’t sell it to anyone

We collect and use the details you give us so we can help you. We have a ‘legitimate interest’ to do this under data protection law. This means it lets us carry out our aims and goals as an organisation. We’ll always explain how we use your information.

At times we might use or share your information without your permission. If we do, we’ll always make sure there’s a legal basis for it. This could include situations where we have to use or share your information:

  • to comply with the law – for example, if a court orders us to share information. This is called ‘legal obligation’
  • to protect someone’s life – for example, sharing information with a paramedic if a client was unwell at our office. This is called ‘vital interests’
  • to carry out our legitimate aims and goals as a charity – for example, to create statistics for our national research. This is called ‘legitimate interests’
  • for us to carry out a task where we’re meeting the aims of a public body in the public interest – for example, delivering a government or local authority service. This is called ‘public task’
  • to carry out a contract we have with you – for example, if you’re an employee we might need to store your bank details so we can pay you. This is called ‘contract’
  • to defend our legal rights – for example, sharing information with our legal advisors if there was a complaint that we gave the wrong advice

We handle and store your personal information in line with the law – including the UK General Data Protection Regulation and the Data Protection Act 2018.

You can check our main Citizens Advice policy for how we handle most of your personal information. 

This page covers how we, as your local charity, handle your information locally in our offices.


How Citizens Advice Rutland collect your data

You have contacted us directly in person, by phone, letter or email. When we see you or answer your phone call or email we will get your permission to collect, store and use your data.

Another organisation you have approached for help refers you to us. Again they will only pass on the information you have allowed them to and when we contact you we will check it’s all right to store and use your data.


What Citizens Advice Rutland ask for

‘To find out what information we ask for, see our national Citizens Advice privacy policy


How Citizens Advice Rutland use your information

‘To find out how we use your information, see our national Citizens Advice privacy policy


Working on your behalf

When you give us authority to act on your behalf, for example to help you with a benefit appeal, negotiate debts etc  we’ll need to share information with that third party. We will always obtain your consent to do so.

We commonly act on your behalf with Rutland County,  the Department of Work and Pensions, your landlord and debt collection agencies.


How Citizens Advice Rutland store your information 

All information is stored on our national Citizens Advice database apart from:

Any applications for Crisis Support which we administer on behalf of Rutland County Council which are stored on a secure Google Drive database.


How Citizens Advice Rutland share your information

We only share your information with your consent when making referrals to:

  • Oakham Foodbank
  • Local and national charitable grant agencies
  • Partner solicitors – Lawson West
  • Support agencies operating in Rutland, such as P3
  • Other agencies who may be able to help you


Contact Citizens Advice Rutland about your information

If you have any questions about how your information is collected or used, you can contact our office:

In Person: 56 High Street, Oakham, Rutland, LE15 6AL

Opening Hours: Monday to Friday 9am – 5pm

By Phone: 01572 757420 – Monday to Friday 9am – 5pm

You can read more detailed information about how some of our services use information on our national site:  

If you’re not happy with how we have used your information, you can contact us at:

You can contact us to: 

  • find out what personal information we hold about you
  • correct your information if it’s wrong, out of date or incomplete
  • request we delete your information
  • ask us to limit what we do with your data – for example, ask us not to share it if you haven’t asked us already
  • ask us to give you a copy of the data we hold in a format you can use to transfer it to another service
  • ask us stop using your information


Who’s responsible for looking after your personal information

The national Citizens Advice charity and your local Citizens Advice operate a system called Casebook to keep your personal information safe. This means they’re a ‘joint data controller’ for your personal information that’s stored in our Casebook system. 

Each local Citizens Advice is an independent charity, and a member of the national Citizens Advice charity. The Citizens Advice membership agreement also requires that the use of your information complies with data protection law. 

You can find out more about your data rights on the Information Commissioner’s website.